Why isn't my lead showing up as a new contact?

AI CRM matches contacts by email address, not by each submission, so testing with an address you've already used won't create a new record.

Note: This feature is available on both desktop and the Luxury Presence Mobile App.

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Overview

AI CRM creates and matches contacts by email address, not by each individual form submission. If a lead — including a test you run yourself — comes in with an email address that's already attached to a contact in your account, that submission adds new activity to the existing contact instead of creating a second one. This explains why a new lead sometimes doesn't show up as a new contact, and what to check if you can't find the activity you expected.

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How contacts are matched by email

AI CRM uses the email address on a submission as the matching key for contacts, not the individual submission itself. For example, if a lead comes in on March 1st using a specific email address, that creates a contact. If another submission comes in on March 15th using that same email address, it does not create a second contact — the new activity is added to the contact that already exists.

This matching behavior is the same across every way a lead can reach you, including:

• Your website's contact and inquiry forms
• Live chat conversations
• Property or neighborhood inquiries
• Lead forms from ads

Because matching happens on email address, this also means a genuinely new contact only gets created when the incoming email address hasn't been used in your account before.

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Why activity still appears under an archived contact

Archiving a contact removes it from your active Contacts list, but it does not delete the contact record or change how email matching works. If new activity comes in using the email address of a contact you've already archived, that activity is added to the same archived contact — it does not automatically move back to your active list.

To find activity that landed on an archived contact:

1. Navigate to the Presence® Platform.
2. Click Contacts from the left-hand menu.
3. Use the view selector on the left side of your Contacts list and select Archived.
4. Search for the contact by name or email address to see its full activity, including the new submission.

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How to test lead capture without this confusion

Contacts can be archived, but not permanently deleted, so resubmitting a form with an email address you've used before — even in a different test — will keep landing on that same contact record rather than creating a new one.

• Use a new, unique email address for each test where you want to confirm a brand-new contact is created.
• If you reuse an email address on purpose, expect the activity to group onto the existing contact rather than create a second one.
• If you're looking for a submission that used an email address you've tested with before, check that contact's activity feed, including in the Archived view.

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FAQs